Experience & Service Simplification Lead

We are seeking an Experience & Service Simplification Lead to support the vision and execution of our transformative AI-native digital this role you will leverage AI-driven tools to empower internal teams to ideate prototype validate and refine solutions that improve experiences and outcomes for key stakeholders. You will translate complex experience strategies into actionable human-centered solutions by utilizing AI for opportunity identification business case support solution ideation journey simulation and iterative feedback ensuring outputs are compliant and impactful. Success in this position means enabling internal partners to deliver higher-quality faster-to-market solutions that reduce burden enhance engagement improve efficiency and support positive health outcomes.

The Simplification Center of Excellence (CoE) is building a new enterprise capability that helps teams create simpler more effective and more humancentered solutions for associates members patients and providers. Joining this team means contributing directly to how the organization understands work today and builds better experiences for the future.

The CoE develops shared tools methods and guidance that support teams from discovery through deliverybringing together process insight research ideation rapid prototyping and impact assessment to improve both speed and quality of outcomes. By establishing these capabilities the team enables more informed decisions stronger solution design and greater confidence in what gets built and delivered.

• Contribute to Experience Vision & Strategy:Support the development and evolution of the platforms experience roadmap as an AI-powered solutions accelerator. Enable internal users to rapidly design empathetic efficient and accessible solutions using AI-guided workflows for discovery ideation prototyping simulation and iteration.

• Promote Human-Centered Experience Excellence:Ensure the platform surfaces actionable insights that help internal teams anticipate and address real-world challenges for employees patients members and providers.

• Embed AI Responsibly & Effectively:Partner with AI/ML and engineering teams to integrate generative predictive and simulation capabilities. Support the prioritization of features such as AI-assisted journey mapping ethical design checks personalized guidance and simulated impact previews.

• Prompt Engineering Support:Apply established prompt engineering frameworks and best practices to maximize the effectiveness of the AI digital playbook as a strategic design guide. Assist in developing and refining prompting techniques for problem statements opportunity ranking solution ideation regulatory alignment and iterative refinement.

• Cross-Functional Partnership:Collaborate with product business engineering clinical/operational subject matter experts compliance and frontline representatives to align on priorities and facilitate feedback loops that bridge internal solution capabilities with user needs.

• Innovation & Thought Leadership:Stay informed on emerging trends in AI-augmented design co-creation tools and experience innovation. Champion ethical AI use and contribute to internal upskilling supporting the platforms position as a workforce transformation differentiator.

• User Empathy: Strong commitment to understanding both internal team and end-user needs.

• AI Fluency & Ethics: Comfort with generative AI concepts with attention to transparency bias mitigation accessibility (WCAG) and compliance standards (e.g. HIPAA).

• Strategic Communication: Effective at influencing and facilitating discussions across diverse functions.

• Analytical & Iterative Approach: Ability to leverage data and feedback for continuous improvement.

• Experience:5 years in experience strategy service design or related fields with demonstrated contribution to AI-native or generative AI products/tools. Experience in enterprise healthcare or design-enablement settings is preferred.

• Domain & Technical Expertise:Familiarity with healthcare ecosystems (frontline workflows patient/member/provider journeys regulatory considerations). Proficiency with design tools (e.g. Figma) and AI technologies (generative models NLP). Hands-on experience with prompt engineering in guided or creative applications.

• Prompt Engineering Skills:Ability to apply test and refine prompt strategies for context-aware AI assistance in design and decision-making workflows.

• Collaboration:Proven experience working cross-functionally with design product engineering compliance and operational teams.

This role is not eligible for work visa sponsorship.

Reports To: Director of Experience & Service Simplification

Work Style: This positions work style is open to remote or hybrid from any of the locations listed below. Qualified candidates are required to currently live in or be willing to move to a commutable distance from one of these locations.

Market Location Options:

• Dallas TX

• Louisville KY

• New York City NY

• Washington DC (Arlington VA)

• Chicago IL

• Fort Lauderdale FL

Why Humana

At Humana we know your well-being is important to you and its important to us too. Thats why were committed to making resources available to you that will enable you to become happier healthier and more productive in all areas of your life. Just to name a few:

• Work-Life Balance

• Generous PTO package

• Health benefits effective day 1

• Annual Incentive Plan

• 401K - Excellent company match

• Well-being program

• Paid Volunteer Time Off

• Growth opportunities in cutting-edge AI and experience strategy

If you share our passion for helping people we likely have the right place for you at Humana.

Work at Home Guidance

To ensure Home or Hybrid Home/Office associates ability to work effectively the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless wired cable or DSL connection is suggested

• Satellite cellular and microwave connection can be used only if approved by leadership

• Associates who live and work from Home in the state of California Illinois Montana or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

SSN Alert Statement

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number if it is not already on file. When required an email will be sent from with instructions on how to add the information into your official application on Humanas secure website.

Work at Home Requirements To ensure Home or Hybrid Home/Office employees ability to work effectively the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless wired cable or DSL connection is certain roles the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Travel: While this is a remote position occasional travel to Humanas offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills knowledge experience education certifications etc.

$104000 - $143000 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana Inc. and its affiliated subsidiaries (collectively Humana) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits Humana provides medical dental and vision benefits 401(k) retirement savings plan time off (including paid time off company and personal holidays paid parental and caregiver leave) short-term and long-term disability life insurance and many other opportunities.

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services we make it easier for the millions of people we serve to achieve their best health delivering the care and service they need when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid families individuals military service personnel and communities at large. Learn more about what we offer .

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race color religion sex sexual orientation gender identity national origin age marital status genetic information disability or protected veteran status. It is also the policy of Humana to take affirmative action in compliance with Section 503 of the Rehabilitation Act and VEVRAA to employ and to advance in employment individuals with disability or protected veteran status and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions including but not limited to recruitment hiring upgrading promotion transfer demotion layoff recall termination rates of pay or other forms of compensation and selection for training including apprenticeship at all levels of employment.